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Happiness Guarantee

We’re so confident you’ll have an amazing time on our adventures that we’ll put our money on it

 

Summary

  • Instead of lots of complicated rules and caveats, this is a policy founded on trust, honesty and common sense
  • If we were an outdoor clothing brand and you came to us with a broken zip or faulty stitching, we’d either fix it or send you a new one, no questions asked
  • Unfortunately travel is not that simple, but we aim to apply that same mentality to our happiness guarantee
  • If you feel let down by the experience or service you received, simply contact us. We’ll gather all the details from you, then talk to your host to validate the problems and understand where things went wrong
  • If something did indeed clearly go wrong with your trip, or it wasn’t as described, and the problem was within the control of either ourselves or the host, we’ll work out a refund with you that’s proportional to the scale of the problem
  • To help us make the policy work fairly and honestly for everyone, we just ask that you first point out the problem to the local host, and give them a chance to fix the situation while you are still away. Without having done that, it’s much harder to put things right, and it will be taken into consideration when assessing the case
  • You can also see our Trustpilot page
  • Read about the origins of our Happiness Guarantee

What you can do

Step 1: Before you travel, familiarise yourself with your adventure and our customer booking terms

  • You can find all the information about your adventure on the trip page. We don't hide information anywhere, so everything from reviews, to kit lists, to the meeting point and how to get there, is viewable online.
  • Make sure you familiarise yourself with all of the information, including the FAQ section where you’ll find lots of essential information about your trip.
  • You should also read our customer booking terms.
  • If you have any questions ahead of your adventure, your local host is usually the best port of call. Head to your booking to message them directly. 

Step 2: On the trip, let your guide know about any problems

  • Your guide and their support team are on hand to make your experience unforgettable. If you feel let down by the experience you receive or any problems arise during your trip, please speak to your guide to give them a chance to fix the situation while you are still away.
  • If for any reason you don’t feel comfortable reporting the problem to your guide, please contact our Customer Experience team.

Step 3: Contact us when you’re home

  • If after the end of your trip and raising any issues with your guide, you still feel let down by the experience simply contact us.
  • Our Customer Experience team will gather all the details from you. We’ll then talk to your host and collect feedback from the rest of your group to validate the problems and understand where things went wrong. 
  • If something did clearly go wrong with your trip or it wasn’t as described, you raised the issue while on the trip yet it was not satisfactorily resolved, and the problem was within the control of either ourselves or the host, we’ll work out compensation with you that’s proportional to the scale of the problem.
  • To help us make the policy work fairly and honestly for everyone, we just ask that you first point out the problem to your local guide during the trip, and give them a chance to fix the situation while you are still away.

Making good on our Happiness Guarantee

We and our hosts pride ourselves on the happiness of our customers, and this guarantee is designed to hold us accountable to that.

See this customer review (on Trustpilot) as testament to what happens when it is called into action:

Had some fairly major issues with our trip, which Much Better Adventures agreed were unacceptable. Their customer service when they realised that things didn't go according to plan was second to none. I received my refund very quickly and I was also offered a voucher for future use. Whilst I had hoped not to have to complain, I was really impressed with how they dealt with everything.

See all customer reviews on our Trustpilot page

In the one-in-many-thousands chance that you need to make a claim, simply email hello@muchbetteradventures.com and we’ll get right on the case. 


See also: